现场技术员支持
Field Technician Support
职位名称：系统技术员 / 技术支持
地点：温哥华
薪资范围：根据岗位经验水平、内部薪酬公平政策及市场需求确定。
职级：6
职位概述：
我们正在寻找一位高度熟练且技术能力突出的系统技术员 / 技术支持人员，加入我们的技术支持团队。该关键角色是技术问题的第一道响应，并负责诊断和解决软件、硬件以及集成建筑技术相关的复杂系统问题。成功候选人需具备计算机网络、闭路电视监控（CCTV）、门禁控制和对讲系统的专业知识，确保为我们的客户（包括物业经理、建筑员工和住户）提供无缝的操作支持。系统技术员 / 分析师将利用其技术专长和解决问题的能力，提供高效的解决方案，减少重复性事件，并支持长期系统改进。除了现场故障排除，该角色还通过与工程、产品和客户服务跨职能团队的合作，在持续服务优化中发挥重要作用。
职责：
- 作为升级支持请求的主要技术联系人，确保及时、专业且有效的解决。
- 诊断并解决以下相关高级技术问题：
- ○ 闭路电视监控系统（IP/网络型，NVR 配置，视频分析）。
- ○ 门禁控制系统（凭证管理，门控制器，安全进入）。
- ○ 对讲系统（IP 通信平台，远程进入/智能解决方案）。
- 对重复性问题进行根本原因分析，制定缓解策略和预防性解决方案。
- 通过电话、邮件和在线聊天为用户提供技术指导，确保清晰度和客户服务卓越。
- 根据需要执行远程诊断、测试和系统验证，用于软件和硬件安装。
- 在工单系统中详细记录所有支持交互，遵守既定的 SLA 和服务质量标准。
- 通过远程桌面管理（RDM）和 VPN 等工具提供远程支持，以安全地排查和配置客户系统。
- 支持和排查计算机网络，包括 IP 地址分配、交换机、PoE 设备和基本路由。
- 与内部团队紧密合作，包括工程、质量保证（QA）和生产（Prod）等部门。
查看英文原文
Job Title : Systems Technician /
Technical Support Location : Vancouver
Salary Range : Salary is determined by experience level in the role, internal and pay equity practices, and market demand.
Band : 6
Position Overview:
We are seeking a highly skilled and technically proficient Systems Technician / Technical Support to join our Technical Support Team . This pivotal role acts as the first line of technical escalation and is responsible for diagnosing and resolving complex system-related issues across software, hardware, and integrated building technologies. The successful candidate will possess specialized knowledge in Computer Networks, CCTV surveillance, Access Control, and Intercom systems, ensuring seamless operational support for our clients, including property managers, building staff, and residents. The Systems Technician / Analyst will leverage their technical expertise and problem-solving capabilities to deliver efficient resolutions, reduce recurring incidents, and support long-term system improvements. In addition to hands-on troubleshooting, this role plays an integral part in continuous service optimization by collaborating with cross-functional teams across Engineering, Product, and Client Services.
Responsibilities:
- Serve as the primary technical contact for escalated support requests, ensuring prompt, professional, and effective resolution.
- Diagnose and resolve advanced technical issues related to:
○ CCTV systems (IP/network-based, NVR configurations, video analytics).
○ Access Control platforms (credentialing, door controllers, secure entry).
○ Intercom systems (IP-based communication platforms, remote entry / smart solutions).
- Conduct root cause analysis for recurring issues, developing mitigation strategies and preventative solutions.
- Provide technical guidance to users via phone, email, and live chat, ensuring clarity and customer service excellence.
- Perform remote diagnostics, testing, and system validation for software and hardware installations as required.
- Maintain detailed records of all support interactions within the ticketing system, adhering to established SLAs and service quality standards.
- Provide remote support via tools such as Remote Desktop Management (RDM) and VPN to troubleshoot and configure client systems securely.
- Support and troubleshoot computer networks, including IP addressing, switches, PoE devices, and basic routing.
- Work closely with internal teams, including Engineering, QA, Product Management, and Installation, to address complex technical challenges.
- Escalate critical or unresolved issues efficiently, ensuring stakeholders are informed throughout the incident lifecycle.
- Support the successful deployment of system upgrades, new technology rollouts, and process automation efforts.
- Participate in post-mortem reviews and contribute to technical knowledge bases for future reference.
- Analyze system performance, user behavior, and incident patterns to identify opportunities for process and system optimization.
- Partner with development teams to define functional requirements and deliver scalable, customer-centric technical solutions.
- Drive improvements in system reliability and support efficiency, with the goal of reducing incident volume over time.
- Create and maintain comprehensive documentation, including user guides, technical procedures, and troubleshooting manuals.
- Cover day-to-day support tickets by actively responding to customer inquiries, troubleshooting issues, and delivering timely, effective solutions to ensure a high level of customer satisfaction.
Qualifications:
● Education :
Bachelor’s degree or diploma in Computer Science, Information Technology, Systems Engineering, or a related discipline. Equivalent professional experience may be considered in lieu of formal education.
● Experience :
○ A minimum of 5 years of progressive experience in technical customer support, system analysis, or a similar role within a technology-driven organization.
○ Proven expertise in supporting and troubleshooting CCTV technologies, Access Control systems, and Intercom systems.
○ Knowledge of Kantech, ICT, Salto, and Brivo Access Control Systems will be considered a strong asset.
○ Working knowledge of elevator control systems and HVAC systems is highly desirable. ○ Strong understanding of operational requirements for multi-unit residential buildings, including coordination with property management, building staff, and residents.
○ Strong understanding of IP networking, PoE devices, structured cabling, and system integrations.
○ Experience working with ticketing platforms and collaborative platforms (e.g., Confluence , Slack ).
○ Technical proficiency – Deep understanding of IT infrastructure, integrated building systems, and digital security technologies.
○ Analytical thinking – Ability to evaluate complex systems and develop actionable insights. ○ Strong customer service and focus on end-user satisfaction and service quality.
● Communication :
Excellent written and verbal communication skills, with the ability to translate technical concepts for diverse audiences.
●Collaboration :
Adept at working cross-functionally and fostering relationships across technical and non-technical teams.
○ Initiative & Ownership : Proactive in identifying areas for improvement and taking ownership of outcomes. Additional Requirements:
● Flexibility :
Must be willing to attend sites as needed and have the flexibility to work after hours or on weekends due to urgent callouts.
● Transportation :
Must have access to a vehicle and a valid driver’s license (G class).
● Language :
Bilingual (French and English) communication skills are required, especially for servicing Quebec-based clients.
Nice to Have:
- Experience working in Smart Building, IoT, or related industries.
- Familiarity with the multifamily residential market or property management operations. ● Exposure to building automation systems (BAS) and integrations across security, access, and environmental controls
What We Offer:
- A culture of ownership and autonomy - you will thrive if you are a self-starter and enjoy a fast-paced environment.
- Work with an incredible product – we truly believe we have the best product on the market.
- Trust and flexibility : Work from home, unlimited paid time off, and flexible schedules. We care about your performance, not your hours. We trust you to manage your time in a way that works best for you.
- Competitive compensation structure and 100% employer-paid benefits.
- Extra perks : Employee stock option packages, employer-paid benefits, and support for professional growth.
Working with Us: As a proud equal-opportunity employer, we consider all applicants for employment and encourage those who identify as members of underrepresented communities to apply to join our growing team. Join us, leave your mark, and let’s make something extraordinary together
Salary: CAD $60,000 to $80,000Originally posted on Himalayas